From the portal home page, click the Flow Builder icon to access the Flow Manager page where you can create, edit, and organize your categories and flows.



A Category allows you to group and organize flows in a logical way for easier navigation (e.g. Billing, Returns, Quality, etc.) and is indicated by a blue header on the Flow Manager page.

To add a category, click the “+ folder” icon at the top of the page.

To edit a category, click the “Edit” icon next to the Category name. On the edit screen you can edit the Category Name or delete the Category.


 A Flow is a process flow (e.g. Question About Bill) that is made up of steps.  Flows are assigned to a Category for easier navigation.

To add a flow to a category, simply click the “+ flow” icon next to the Category you wish to add a flow.  

To edit a Flow, click the “Edit” icon next to the Flow name.  On the edit screen you can edit the Flow Name and Description duplicate or delete the Flow.

You can re-arrange flows both within a category and to a different category by dragging and dropping. 

To select a flow to build on the Flow Builder page either double-click or select the right arrow icon next to the Flow name.


Once you select a flow you are then routed to the Flow Builder page to build or edit that flow.  From this page you can add and re-arrange steps on the left and view a visual rendering of your flow on the right.

Zendesk Reply Copy 2


Steps are the individual steps in a Flow (e.g. Retrieve return shipping label from ShipStation). On the steps screen you can add, re-order, edit, duplicate and remove the steps in a Flow.


Step types are the different types of steps you can add, and these can be found, selected and configured by clicking the ‘+’ (Add new step type) icon in your Flow Builder page.  These step types range from simple rich text steps to powerful integrated steps for a specific function within a third party application (e.g. Generate a replacement order on Shopify, create a shipping label on ShipStation, etc.). 

  • Enabled step types will appear as white and selectable
  • Disabled step types will show as gray and non-selectable. 
  • Integrated step types will show with a colored logo and non-integrated step types will show as a black logo. In order to enable integrated step types you must first upgrade to the “Integrated” or “Enterprise” plan and then setup your chosen integrations by entering the required credentials in the Integrations Lab.
  • Non-integrated step types will show as a a black logo

Some examples of general step types in the flow builder that are included in the application are; Create Shipping Label, Launch New Flow, Rich Text, Decision Tree, Update Fields, Add an Internal Note, Create a PDF, Add a Comment, and Verify Customer Info.  Just click on each step you would like to learn more about for more information. Or, visit the Step Types tab directly from our BrightReps Resources page. For information on Step Types for specific integrations, visit the Integrations tab from our BrightReps Resources page.


Rich Text steps provide free form text fields to provide instructions to reps (text, bullet/number lists, images, hyperlinks, etc.).

These are great for steps with company specific policy information or instructions that don’t involve integrations or templated responses.  As an admin you can define the Title (how it will show in collapsed view in Sidekick and on the flow summary) and Description (free form rich text instructions).


Add Comment steps will populate the response field in your support CRM with a defined templated response.

These are great for automating responses to the customer or adding internal comments that have a consistent format.  As an admin you can define the Title (how it will show in collapsed view in Sidekick and on the flow summary) and response template.  The response can contain both static and dynamic variables.  To insert a dynamic variable, click the + icon and select from the available dynamic variable options on the dropdown.


Update Fields step will auto-populate fields on the CRM ticket / case with configurable values. This step type is helpful for automatically assigning attributes to the ticket based on the flow being used and can replace manual or macro-based processes for populating ticket data throughout the lifecycle of the ticket.

The configuration for this step type provides a table with the different ticket fields in the left column and to configure simply enter the desired text in the right column for each field you want to populate. 


The Verify Customer Info step provides a one-time validation of the customer information (Name, Email, Address) that can be used by all subsequent steps in that flow.  For example, once this information is verified all other step types (ShipStation, CRM Comment, Shopify, Arena, etc.) that use name, email, or address will use the verified information from this step rather than requiring the user in Sidekick to update or re-verify the information in each step.

As an admin you can define which info (name, email, or address), if any, you want to exclude from validating in that step.


Decision Tree steps provide a branching of the process based on a decision by the user (e.g. Is order shipped?-  If “Yes” then follow these steps.  If “No” then follow these steps).

As an admin you can define the Title (e.g. Is order shipped?) and the two options that will determine the branches (e.g. Yes or No) in Decision Label 1 and Decision Label 2.

In addition to defining the Title and Decision Labels an admin must define subsequent steps for each selection.  To define the steps for a specific branch you must first select the decision option, at which point you can then view, add, edit and re-order the steps below that branch.


The Create Return Shipping Label step is a non-integrated step provided by BrightReps that enables the user to create a return shipping label.  Labels created using this step will be billed from BrightReps standard billing process and doesn’t require your team to have an account with a third party shipping provider.

As an admin you can define the following attributes

  • Ship To Info:  
    • Name
    • Company Name
    • Address: When typing, the address will be suggested by Google Maps to assist in populating the full address. You will then need to click “Validate” to validate the address using the postal service.  This will ensure the shipment can be fulfilled based on the entered address.
  • Ship From Info:  This will allow you to define the default Ship From Information.  For example if you include a verify customer info step prior to this one, you can include the “Verified Full Name” tag which will pull the customer name as verified during on that step.
  • Package Attributes: You can create custom preset options of packages (weight and dimensions) for the Sidekick user to select when creating a return shipping label.  This will eliminate the need for the user to define on a case by case basis, though the user on Sidekick can also define their own attributes when needed.  To add a preset click the green ‘+’ icon and to delete click the trash icon.
  • Configure Automatic Ticket / Case Field Updates for Label Status –  By selecting this option, Sidekick will create a field on the Zendesk ticket or Salesforce case record: Return Shipping Label Status (BrightReps).  This field will then be populated with the current status of that return shipping label and will be updated as status updates occur. Note that you can only use this option if you have admin user permissions for your Zendesk or Salesforce instance.


To add a step click the ‘+’ icon either at the end of a step or between steps. You will then be prompted to select the step type you wish to add. Once selected the configurable fields for that step type display including a Title (displays as a step summary), Subtitle (display as subtext on the step card), and details specific to that step type.  Once complete, click Save to add that step.

You can drag and drop steps to re-arrange. You can also add steps by selecting any of the blue plus icons on the flow rendering to the right.


When adding a step you can choose from our library of step types that range from instructional (Rich Text and Decision trees) to integrations with external tools.  You can search for a specific step type or integration using the search bar.



To edit a step click the pencil icon to the right of that step.  This will open an editable view to update the title, subtitle and details of that specific step.  You can also Delete the step by clicking the red Delete icon or clone the step by clicking the blue Clone icon.



To re-order steps, click on the desired step to drag and drop it amongst the existing steps to update the order. The process visual will re-render on the right.


To move or copy steps and decision trees, hover over a step on the Flow Diagram and select the blue menu icon that appears to the left.  Once you select “Move” or “Copy” all available spots to place the step will appear in green on the Flow Diagram.


From the last step of a flow branch, you can merge that step to other existing steps in the flow.  Simply hover over the step on the flow diagram, select merge, and select which step you want to merge it to that’s highlighted in green.

NOTE: it must be the last step in that flow branch for the merge option to appear



Once edits are made to the steps in a flow, the Publish Changes and Discard Changes buttons will highlight to indicate that you can either discard the changes or save and publish the changes.  Once Publish Changes is clicked, edits will be published real-time to users of BrightReps Sidekick™.

Flow Builder automatically saves your edits as a draft.  When making edits you can undo/redo edits made in that session.  Select “Discard Changes” to discard edits since the last published version.  Select “Publish Changes” to publish your current edits.



From the toolbar you can download an image of the flow, zoom in/out, fit to screen, and show flow heatmaps.  Flow heatmaps provide a visualization of the number of completions, time to complete, and rep feedback by step.